Toys R Us

Please be advised the credit was processed 7/27/2015 and the below email was sent to the consumer. We consider this matter closed. Thanks, Vanesa VargasCoordinator, Executive Guest Services Dear HONGZHE WANG,Thank you for shopping at Toysrus.com and Babiesrus.com.We have successfully processed the following returned item(s) from order # 3650830166, and a credit in the amount of the purchase price has been issued to your original form of payment:Item #: 19357276Description: Disney Big Hero 6 Deluxe Flying Baymax One SizeQuantity/Price: 2 @ $29.99Credit for returned item(s):Subtotal: $59.98Total Credit: $59.98Please note...* The reference number for this credit is 385054207* Your credit should appear on the original method of payment used to make the purchase within 5-7 business daysIf you would like to replace your returned item(s), simply visit our website or contact our Guest Service Team at 1-800-TOYSRUS (869-7787). We apologize for any inconvenience and appreciate your understanding. Thank you again for shopping at Toysrus.com and Babiesrus.com.Sincerely,The Guest Service TeamToysrus.com and Babiesrus.com [[KK573F-KQRKW0-3C5B35-H9SO07-MNRIT75-M-M2-20150727-728547df628006]]Tell us why here...

There is a toys r us store 1 town over from where I live and I find I must drive 4 towns over to get to another store because the one in Waterbury, CT is HORRIBLE!!!! Everytime, and I do mean everytime I go in there I must wait at least 15-20 in line to check out. Last night was the final straw! There was only 1 cashier, as per usual, and 5 other employees walking around looking at each other and looking at the people in line. Employees gathered together to chat while 1 lonely cashier dealt with the barrage of people waiting to exit the store. One of the employees just standing around I found out was the manager Chrissy or Christine something like that. I asked the 1 cashier if someone else could open up a register, in that moment all 5 employees disbursed in separate directions. I don't need to come here, I can buy everything I need for my child elsewhere. In a world full of online shopping it's a wonder that brick and mortar stores don't up their game! I can buy EVERYTHING I need at other locations, and that's exactly what I'm going to do.

I received a link to a friend’s baby registry for BabiesRUs and decided to order a $100 gift card to be delivered to her electronically (via email) on 3/26/15. I typed in a nice message, reviewed the preview they presented of the note that would be attached and submitted my order. Shortly afterwards, I received two email confirmations from ToysRUs. One message outlined the message the recipient would receive. This is what it said “Dear , Hooray! has given you an eGift Card from ToysRUs and BabiesRUs.”
I thought it was strange that the recipient’s name, my name and my thoughtful message didn’t appear. I waited a few days and reached out to my friend to see if she’d received it. She said she did but was glad I reached out because the email she received didn’t say who the gift card was from.
I called ToysRUs customer service. After dialing the 800 number I wasn’t able to select 1 from the automated menu “press 1 for existing orders”. Their automated system wouldn’t recognize any command and the system finally routed me to an agent. I explained what happened and the customer service agent said they couldn’t do anything about the problem. The customer service rep could see the message didn’t include the “to” and “from” details and could see their error. They offered to report it to their IT department but they said they couldn’t resend a corrected message.
What if I hadn’t contacted my friend to make sure she had received it? I asked to speak to the customer service rep’s manager since I didn’t feel her answer of “we can not do anything for you” was sufficient. After 12 minutes on hold, I was connected with a manager who thankfully spoke perfect English this time. The manager also said they couldn’t resend the same email but with the “to” and “from” filled in. The manager actually said this isn’t “a major issue” for them since it doesn’t happen very often. They know about it already and don’t think it is a problem?! Not acceptable!
So if you send a BabiesRUs or ToysRUs gift to someone and they don’t acknowledge your gift, maybe the Company didn’t tell them who the gift was from! Next time I’m going to write a check or send an Amazon.com gift card. At least Amazon gets it right. I’m never shopping at ToyRUs or BabiesRUs again.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.   Thank you for your assistance.
Regards,
[redacted]

Please be advised the consumers order was cancelled and they were not charged. Please see email below sent to consumer. Thanks,  Vanesa V[redacted] Thank you for shopping at Toysrus.com
and Babiesrus.com. Unfortunately, some or all of the items from your
order #[redacted] are currently...

unavailable. As a result, these item(s) have
been removed from your order.Here is a review of the item(s) that have
been cancelled: Item#: [redacted]
[redacted]Please note, you will not be charged for the above
item(s).We apologize for any inconvenience and appreciate your
understanding. Thank you again for shopping at Toysrus.com and Babiesrus.com. Sincerely, The Guest Service Team Toysrus.com and
Babiesrus.com[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have been issued a full credit in the form of an eGift Card by the business in reference to complaint ID [redacted].  This resolution is satisfactory to me.

Purchasing a trampoline that was advertised at $199.99. Finished checking out and got a message that it is no longer available. Call Toys r us and spent 1 hour and 8 minutes on the phone with a customer service representative who said they could take care of the situation. I was told that I could purchase the exact same trampoline for the original price of $399.99, but they would not honor the $199.99. Their reason was that I needed to purchase it at the store. However, no where online did it say available in store only.

Please be advised we are unable to accommodate the consumer's request. Our Free Shipping indicate No minimum purchase required, Limited Time Only! below states surcharged may apply on Heavy/Large items. Thanks,Executive Customer Service

[A default letter is provided here which indicates your acceptance of the business's response. ...

If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Please be advised the consumer was issued a $50 appeasement code to use on 12/16/15. We will consider this matter closed.  Thanks,  [redacted] Executive Customer Service

Please be advised our records indicate the consumer spoke to an agent who replaced their Rewards code on 9/13, a day after this complaint was submitted. Can the consumer confirm if that Rewards code was valid for use in order to better assist?
 
Thanks,...

 
Vanesa
Executive Customer Service

Toys R Us will never get another dime of my money. I went in the Augusta, GA store today and picked out one of the Shopkins pool party items as a Christmas gift for my granddaughter. I had one of the associates price check the item before I ever got in line and nothing was said to me other than the price. When I got in the checkout line the cashier told me that he could not sell me this item before 12/16/16. Then WHY was this item ON the shelf?? How can you stock an item on a shelf and then refuse to sell it when the customer gets to the checkout. That is absolutely ridiculous!

I will never shop there again. I ordered lego item. Was in stock in store and online even after couple of day after the order, but only 5 days later got cancel order email. You wonder why as big as Toys R us don't have inventory checking system. I also used my rewards and they can only reinstate it for 14 days. I know I don't buy from them often, but I don't want to do it at all now. Called CS and they offered 20% off instead of $20 off in the original item. I had similar things at [redacted], but they made sure I would come back by giving me 50% on higher priced item.
ps Their prices are always inflated at least $5-$10 per item compare to [redacted] and other store.

Please be advised we sent the consumer a $50 e-gift card as a refund and for the inconvenience she faced, on 10/23/2015. We sent the e-gift card to email address [redacted]. (order [redacted]) We will consider this case closed.
 
Thanks,...

Vanesa V[redacted]
Executive Customer Service

Please be advised the consumer will need to provide us with screen shots or copies of both websites for us to look further into the matter.
 
Thanks,

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Suomara
 
Executive Customer Service

My wife placed an in-store pickup order on December 23, 2016 for the Bay Shore, NY, location. We were informed by email that the order was being pulled and awaited the follow up that it was ready. After hours, we received no response. The store and corporate numbers were unreachable. Finally about 10 hours later we were informed that they cancelled the order, which forced me to have to rush to another location to start all over. When I was checking out, after 2 hours of shopping, my card declined because the entire previous order was charged and pending to my account. This was all the money that we ha for the Christmas shopping for our 4 children. Toys R Us's neglected to respond for an entire week. It must also be noted that a gift card of $30 was used toward the gifts and never refunded. No resolution from corporate has been offered. This business has no interest in providing quality customer service.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Once again I get another version of what happened from another person. Like I said earlier I had not only gotten a confirmation email but I also got another email stating to come and pick up the product. I do not know how your systems work but I would guess they work somewhat like this. You have a select amount available in inventory. Every time an order is processed a quantity would be taken out of inventory. Once that quantity is empty they are no longer available. my order was processed and according to your system "ready for pickup". So tell me if it is ready for pickup then how could it be sold out from under me? I do not accept your excuse, especially since I have gotten a different excuse from every person I have talked with. I have emails to back it up.
Regards,
[redacted]

Consumer was contacted on 12/4/2015 to place new order and price match the items from the original order. We will consider this matter closed. Thanks, [redacted] Executive Customer Service

Complaint: [redacted]
I am rejecting this response because:The ORIGINAL purchase was on a gift card.  This baby formula arrived expired by months, necessitating an exchange for unexpired formula.  We received the unexpired formula which I would consider a completion of that transaction.  However, Toys R Us again erred when processing the return.  This resulted in a $195.80 charge to my AMEX credit card.  It is this charge that should be reversed as we never intended have that card used for this purchase at all.  I'm not looking to have to buy or reload a Toys R Us gift card.  You can contact my husband Fred or I at [redacted]
Regards,
[redacted]